We need the ability for a transcript to be generated while a conversation is still open or in waiting status. Currently, the transcript is not generated until a conversation is closed. Since a social media conversation can be open for days or even weeks, this means the transcript could not be generated for a long time. If this customer contacts the company via another method, such as phone or live chat, there is no record of that conversation, unless the agent also has access to Omnichannel / Social Media.

This is creating a very poor customer experience, as the customer must repeat to us what occurred during that conversation, instead of the agent being able to pull up the record. We would like a transcript to be generated with every session instead.